Senior Remediation Associate

Responsibilities

• Administer remediation cases from information gathering through calculation completion and compensation payment
• Own assigned remediation matters and progress cases efficiently and accurately
• Liaise with third parties, internal teams and external providers to obtain required information
• Review information for completeness, relevance and suitability
• Track outstanding requests, follow up and elevate delays or data gaps
• Complete accurate financial loss calculations and document rationale, inputs, assumptions and outcomes
• Identify cases requiring additional review, quality checking or technical support
• Communicate remediation progress, findings and next steps to clients
• Arrange cash or unit compensation payments
• Follow remediation procedures, calculation methodologies and approval controls
• Maintain accurate case, communication, calculation and compensation records
• Safeguard client and account information and elevate privacy, risk, conduct or data‑quality concerns
• Identify recurring issues and contribute to process improvements
• Investigate client complaints through resolution, establish facts and identify root causes
• Prepare evidence‑based complaint outcomes aligned with regulatory requirements and internal policies
• Communicate complaint findings clearly and empathetically
• Escalate systemic issues, trends and control weaknesses
• Assess complaint handling completed by other crew, provide feedback and independently review challenged or escalated outcomes

• Experience in administration, remediation, complaint handling, client operations or financial services case management
• Strong numerical ability and attention to detail
• Confidence working with calculations, data input and reconciliation‑style activity
• Excellent written and verbal communication skills
• Ability to explain complex information clearly and professionally to clients
• Ability to liaise effectively with third parties, internal stakeholders and operational teams
• Strong organisational skills and ability to manage multiple cases and agreed timescales
• Sound judgement, discretion and awareness of fair client outcomes within a regulated financial services environment
• Collaborative, team‑oriented approach
• Commitment to accuracy, continuous improvement and doing the right thing for clients
• No sponsorship offered for this position

Demonstrates expertise in administering remediation cases, including financial loss calculations and complaint handling within a regulated financial services environment. Strong ability to communicate effectively with clients and stakeholders while maintaining accuracy and attention to detail.

• Remediation Case Administration
• Financial Loss Calculation
• Complaint Handling
• Client Communication
• Regulatory Compliance

• Numerical Ability
• Data Input
• Reconciliation
• Quality Checking
• Process Improvement

• Attention to Detail
• Organisational Skills
• Judgement
• Collaboration
• Empathy

• Financial Services
• Client Operations
• Case Management
• Regulated Environment
• Internal Policies